Cedars Digital 希達數位成立於 2023 年，總部位於新加坡，由母公司 LITE-ON 光寶科技投資，提供企業碳管理解決方案。
專長於 AI 人工智慧技術與資料整合，提供企業一站式的組織溫室氣體盤查與產品碳足跡計算管理，並生成碳盤查報告與清冊，協助企業應對全球氣候變遷下的產業技術解方。

About the role：
As a Technical Support Engineer, you will be a crucial part of our customer success team, responsible for providing exceptional technical support and assistance to our CMS customers. You will be the frontline of customer support, addressing inquiries, troubleshooting issues, and ensuring our customers have a positive and productive experience with our CMS products.

Responsibilities ：
1. Customer Assistance and Issue Resolution:
- Serve as the first point of contact for customer inquiries, providing timely and effective assistance via email, chat, phone, or ticketing systems.
- Understand and troubleshoot customer issues, helping them resolve problems related to our CMS applications.
- Guide customers through setup, configuration, and usage of our software.
2.Technical Expertise:
- Develop a deep understanding of our CMS products, including their features, capabilities, and technical architecture.
- Stay up-to-date with product updates and new releases to provide accurate information to customers.
3. Problem Diagnosis and Escalation:
- Diagnose complex technical issues and escalate them to the appropriate internal teams (e.g., engineering, QA) when necessary.
- Clearly document customer-reported issues, steps taken, and resolutions in our support system.
4. Customer Education:
- Create and maintain knowledge base articles, FAQs, and tutorials to help customers find solutions independently.
- Offer training and guidance to customers on using our CMS products effectively.
5. Feedback Collection:
- Act as the voice of the customer by collecting feedback, feature requests, and bug reports to share with product management and development teams.
6. Performance Monitoring:
- Monitor and report on the performance and availability of our CMS applications.
- Proactively identify and address potential service interruptions or degraded performance.
7. Collaboration:
- Collaborate with cross-functional teams, including developers, QA engineers, and product managers, to ensure customer issues are resolved promptly and effectively.
8. Customer Advocacy:
- Identify opportunities to turn satisfied customers into advocates who can provide testimonials, case studies, or referrals.

1. Bachelor's degree in Computer Science, Information Technology, or related field (or equivalent work experience).
2. Proven experience in a customer support or technical support role, preferably in a SaaS environment.
3. Strong technical aptitude and the ability to understand and communicate complex technical concepts to non-technical users.
4. Excellent problem-solving and troubleshooting skills.
5. Strong written and verbal communication skills.

•線上適職測驗
•BU主管面談(30mins-1hour)(實體/線上)
•HR面談(30mins-1hour)(實體/線上)